Here is all the content that SoCo Joe has contributed
to Tech Support Comedy.
I'll Probably Get Fired, But...
Someone has to know about this. I don't work directly for AOL, but our outsourced center takes tech calls for them. Recently, they put a center in India. Since then, I haven't had a day where a member hasn't complained with "Thank God, you're the first person I've gotten who speaks english." Normally not a big deal since they're so appreciative. But today I got the worst news ever. In some sort of boneheaded move, AOL has decided to shift ALL of their tech calls offshore to India. Why? Because techs like me who earn $1.25-$2.50 per call are more expensive than techs who will gladly suffer for $2.00 per hour. As of July 31st I and two of my room mates will be unemployed, in addition to 147 other people. Not a big deal in a big city, but this is a small town of 10,000. On the plus side, my last week will pretty much consist of saying the things I knew would get me fired a few weeks down the line as well as dropping calls and lying to customers. So, I know a rare few of you probably use AOL, but if you do, I urge you to lodge a complaint or cancel your service. You can do way better with a small local ISP. If you know someone who uses the service, inform them and suggest the same. Regardless, this is crap. I hate the members, but I'll never find a job that works around my college schedule and pays so well. On top of that, it's really not that bad. Anyway, spread the word: AOL not only has s***ty members, but also s***ty management. They screw their members and they screw their employees. Show AOL that they can't do this. HELP!!!2002-06-01
[By: SoCo Joe]
Comment on Story
Dude sorry to hear about that..Apparntly AOL upper managment doesn't read a news papers. The way things are going in india right now I reconsideing haveing any kind of call center there, let alone the whole thing. -nascar
That's a mistake that a LOT of companies sending tech support overseas are going to regret when, not if, the balloon goes up over there. -MadJack
Wow - I had that happen to me in the electronics repair sector a few years back (except it was Matamoros MX that got the largesse of $2.50/hr salaries when the local facility closed)...never figured anyone would be stupid enough to do it in the area of tech support. Guess I heard just about everything now... -hkypipe
Yeah the company I work for also have call centers in India...if things keep going like they are going those call centers will not be there much longer. -TheOperator
I just copied your post and told my mom to send it to her friend who uses it. If she%27s still dumb enough to stay with them now she deserves what she gets. -Froggy
Seldom am I in favor of encouraging spam, but I had a thought. If we all create an e-mail that informs people that what AOL is doing, all of us must have someone in our address book who annoys all of their friends with spam several times a week, and we can do our best through them to shut down AOHELL -Disallowed
Ladies and Gentlemen(using that term loosely, I realize,) I've been reading your board for quite a while longer than I've actually been a member of it, so I'm not too well known here,(Which is actually personal preference.) This type of thinking is very typical of management.We live in a world sold out to the lowest bidder. Yes, they'll do it, yes they'll get away with it. Why? because if they persist long enough, the masses will give in, and eventually forget there was ever a better option. This mentality applies to customer service as well as consumer goods and products."Cost-Cutting" is something that 'bad' corperations do in a TV serial, and its passed off as fiction. Bull$41T. To the people in charge, the only concern is FULFILLING THE CONTRACT. Not doing it well, or realistically. I'm sorry if I've offended anyones sensibilities here, but I strongly feel it had to be said. Because its not just any one company, its any and all of them. Once upon a time banks gave you interest on your money in account no matter the amount. Now you have to be over a grand for thirty days, and they charge you for holding your money. Quality control is a thing of the past. Welcome to the new Millenium. -SynSeer
Unfortunatly I have to agree with SynSeer. for those of you who are interested, he works at the same company i do but he is a supervisor for the Cable TV side, but hangs out with us because computers are his interest. Call Center managment doesn;t give 2 shits about their employees no matter what they say. all they care about is getting more money in their pockets (ie they see employees as numbers, not people) its bullshit, but thats reality. I hate my job. -Lordpryo
I think that my desktop background says it all, "15 Days left of hell" w00t! Only 15 more days and I can say good bye to this type of management. (I only hope that I don't find myself in another job with similar management tactics.) PS, I hate AOL. -TheDarkPenguin
Apparantly Hell has been doing this, and I have already express my displeasure to my sales consultant. Now, if I were an average joe, buying a computer here or there, that wouldnt matter. But I buy computers for the second largest community college district in the country, the largest in Texas. So, hopefully, they will listen. If not that, then the nukes will take care of it. -psxdefector1
You got that right, psxdefector. Bad news, Memphis is closing entirely, the Triage team is coming down here (good for us, bad for them. Solhecktron's gonna turn our building into a warehouse before long. Got any openings? -MadJack
I used to do "Tech" Support for and outsourcer of the cable modem service that went bankrupte a few months back.
The outsourcer's big thing was finding bodys to pad their stats. They had thing about changeing your shift less then 48 hours before it took effect. I came in on a friday, and they had changed about 50% of the center shifts from a day shift to a nightshift that would start the following sunday. The general reasponse of the call center was was "if you don't like your new shift, go work at the Mcdonald's in the parking lot". I think over 100 people ( including myself, and my wife) quit that day..I stil have some freinds that work there(same job,just outsourceing with the cable co, and not the modem service) and they tell me it was gotten worse.
I work in a call center that just opened a location in India recently...I am just thankful that I do not work for AOHELL. I am always getting people yelling at me as if I am responsible for crappy service from them. But I am sorry that they are doing that to you. Hope that things work out for you. -lossofsleepzzzz
Unfortunatly I am a member with AOL for last 6 years (don't ask me why). I agree with you guys that the service is hell. On top of it I worked as a tech support with convergys for 4 years on the floor and as a supervisor. Now let me tell you why I am writting this, whenever I called AOL customer service someone answered who sounded like that he OR she is forced to take the calls. Like they didn't want to be there and very rude. I am not talking about one incedent when you are with AOL that means you called the tech support quite a few times. Utill my last few calls. Which made me stay with AOL was my last call to the tech sopport and someone i get with heavy Indian accent. I was nice enough to continue my call (even though I had problem understanding few words) but the guy was most down to earth, upbeat and respectfull. Like he was waitng for all day to get to work. He was very very very knowledgable and helped me in more ways than one i also find out that he has a masters degree in computer scince. I am from the same feild of tech. support and I was just impressed. So for companies not only it cheaper but quality is million times better. And talking about the accent after 3 minuts it was not a big deal and he made it up for that in otherways.
THe secret is better, faster and cheaper. This is todays world. After few calls to the AOL tech support I think they are improving. Now American companies have to compete and that is gonna make the system better for the consumers and the companies. GOD BLESS AMERICA -workout228
EUPOTD (End User Phrase of the Day)